CLERICAL OFFICER/RECEPTIONIST. Job Reference: G Closing Date: 11 May 2018

Transcription

1 CLERICAL OFFICER/RECEPTIONIST Job Reference: G Closing Date: 11 May 2018

2 Dear applicant, Thank you for your interest in this post and for taking the time to read this information pack. We hope this exciting and rewarding role catches your imagination and that you are encouraged to apply. As the largest Health Board in Scotland, NHS Greater Glasgow and Clyde plays a vital role in the education and training of doctors, nurses and other health professionals, working closely with local universities and colleges. It also provides the full range of community hospital services. The Board has an annual turnover of billion per year. It serves a population of 1.14 million people and employs 39,286 staff. The following is included in this information pack to help you with your application: Job description Person specification A summary of the terms and conditions for the post Agenda for Change pay bands and points The application process Guidance for completing your application form Working for NHS Greater Glasgow and Clyde If you have a disability or long-term health problem, the Board is committed to offering reasonable adjustments throughout the recruitment process and employment. If you require further information or support, please contact Recruitment Services. We very much look forward to receiving your application. Recruitment Services

3 NHS GREATER GLASGOW & CLYDE Band 2 1. JOB IDENTIFICATION Job Title: Responsible to (insert job title): Department(s): Directorate: Clerical Officer/Receptionist Assistant Business Support Manager Business Support Specialist Children s Services Grade: Band 2 Number of Job Holders: 27 Last Update : May JOB PURPOSE The post forms part of the business support team and provides administrative and secretarial service to the multi-disciplinary team as required, working flexibly within agreed procedures and protocols. This will include reception duties, data input, record management and general typing. The post-holder will have frequent contact with patients, members of the public and staff. This could also include contact with records officers across NHSGGC and other board areas and with schools. At all times they are expected to act in a courteous and professional manner. The post-holder will also support the generic functions and duties administered within the wider administration and business support section as required. 3. ROLE OF DEPARTMENT Specialist Children s Services (SCS) is hosted by North East Area and is responsible for the provision of Community Paediatric, Child and Adolescent Mental Health Services (CAMHS) and Specialist Hosted Services across Greater Glasgow and Clyde. Services within SCS are

4 delivered in 7 geographical areas: - 3 Areas in Greater Glasgow: North East, North West and South Areas - 4 CHP s in Clyde: Renfrewshire, East Renfrewshire, West Dunbartonshire and Inverclyde The purpose of SCS is to: manage local Community Paediatric and CAMHS NHS services; improve the health of its population and close the inequalities gap; drive the local implementation of the quality strategy ensuring person centred, safe and effective care within SCS; achieve better specialist health care for its population; ensure an effective NHS process to engage in community care and children s service planning; work closely with local authority colleagues to deliver effective integrated services where appropriate lead NHS participation in joint and community planning; modernise community health services; integrate community and specialist health care through clinical and care networks; deliver effective engagement with primary care contractors; work with local communities to ensure they influence decisions 4. ORGANISATIONAL POSITION To be added 5. SCOPE AND RANGE

5 The primary role is to provide reception and administration support to the service. The post-holder will work within clearly defined protocol and procedures, adhering to Board policies e.g. Health and Safety, Data Protection and Confidentiality. After initial induction and on the job training, the post-holder will work with little immediate supervision although guidance and assistance is available from supervisor/line manager as required. 6. MAIN DUTIES/RESPONSIBILITIES Under the general direction of the management of the Business Support Multi-disciplinary team, the post-holder will be expected to undertake most or all of the following responsibilities:- General 1. Deal with telephone and face to face enquiries received from service clients, members of the public and other staff members, responding to these or redirecting to another multidisciplinary team member as required. 2. Receive visitors (including patients and members of the public) to the premises in a polite and helpful way in accordance with local procedures. 3. Provide a Reception/clerical function to one or more office bases as required, respecting confidentiality at all times. 4. Where applicable, communicate with other partner agencies on a regular basis to obtain information as directed. 5. Book rooms using electronic or paper formats and ensure that rooms are set up appropriately. 6. Booking interpreters 7. Reimburse patient travel expenses / general office sundries from petty cash. 8. Using electronic patient systems arrange and amend appointments for patients both face to face and by telephone. Mail 9. Receive and arrange the distribution of mail. 10. Process mail for despatch using the appropriate method e.g. internal, royal mail or courier.

6 11. Monitor generic accounts for the multi-disciplinary team as required and takes appropriate actions. 12. Receive deliveries and ensure that they are passed to the appropriate recipient. Production of Material 13. Type a variety of information into letters, other documents and input to/maintain spreadsheets. 14. Accurately input clinical and non-clinical data which may include outcome of attendance and making arrangements for onward referral. 15. Undertake photocopying/scanning as appropriate and circulation of material. Meetings 16. Issue standard agenda for multi-disciplinary team meetings and prepares and issues action notes arising as directed. Undertake any necessary follow up action under direction. Records/Systems Management 17. Is aware of the requirement to maintain the confidentiality of personal data and applies appropriate systems to preserve the confidentiality of information, following the requirements of the Data Protection and Information Security Policies. 18. Maintain and keep up to date relevant filing systems (including, where appropriate, electronic database systems). 19. Process requests to retrieve files from Archives. 20. Where applicable, provide administrative support to the co-ordination and recording of health record transition. 21. Keep records of the issue of keys and loan of equipment to staff members and ensures that valuable items of equipment are kept secure when not in use. Procurement 22. Responsible for recording procurement processes e.g. preparing (paper or electronic) indents for approval, recording and monitoring the process of procurement. 23. Ensure the adequacy and security of stock of stationery and computer/fax/photocopier consumables. 24. Report building defects in accordance with pre-defined procedures.

7 Staff Responsibilities & Health & Safety 25. Responsible for own health and safety arising from immediate work area and in respect of others to the extent of reporting any defects to line manager and taking reasonable precautions to reduce harm to others. 26. Responsibility for supporting other administrative staff within the department as a colleague, in providing cross cover on an agreed basis across the area. 27. Respond to alarm activations in accordance with agreed protocols. Complaints and Feedback 28. To deal effectively and sympathetically with patient feedback, comments, concerns and complaints in accordance with the NHSGG&C Complaints Policy. 7a. EQUIPMENT & MACHINERY On a regular (daily basis) post-holder would have cause to use:- Telephone Personal Computer (involving use of Microsoft Word, Outlook, Excel, PowerPoint, and Access) Scanner Network Printers Facsimile Photocopier Alarm Panel Franking machine Induction Loop Laminator General Office Equipment

8 7b. SYSTEMS Required to follow relevant Board and Partnership Policies and Procedures. Comply with procurement documentation/procedures and ensure response provided to queries arising. Collate information in response to data collection requests and returns. Input to systems relating to appointment bookings/room/equipment bookings. Utilise appropriate computer systems appropriate to role including e.g. EMIS Web, CHI, SCI Store, Care First, PECOS, CEDAR, SSTS, Trackcare. 8. DECISIONS AND JUDGEMENTS The post-holder will have a daily routine to follow with additional activities allocated by the line or service manager. The supervisor will generally be contactable for reference, but the individual is expected to demonstrate initiative in dealing with specific situations operating within established policies, procedures and processes. The post-holder will have regular ongoing contact with their line manager, including twice yearly KFS review. 9. COMMUNICATIONS AND RELATIONSHIPS The post-holder will work with a wide range of individuals including:- Patients, the public and general visitors clinical staff from a range of services staff from other departments/agencies Emergency Services and contractors. Communication will be predominately by face to face, by telephone and via . Staff will be expected to demonstrate effective multi-disciplinary team working and support

9 colleagues as required. 10. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB Physical Required to use keyboard/vdu frequently. Elements of bending and lifting (e.g. when producing documentation in bulk via photocopier, moving stores or equipment, patient records etc) Carrying files May be required to move locations within the area. Mental Post requires ability to switch between tasks in response to changing demands. Frequent interruption to work during planned working day. Emotional Required to respond sensitively to distressed patients or public. May by required to receive and deliver messages and pass on information which is distressing. Environmental Generally within standard office environment, normally at a reception desk, but sometimes in confined spaces e.g. file rooms. Travel to other locations may be required.

10 11. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Prioritising workload where there will be interruptions to planned activity. Effective and professional interaction with patients and other members of the public. 12. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB Experience / Qualifications Must show competence in the basic use of computer packages evidenced by experience or formal qualification e.g. ECDL. Must show knowledge of working in an office environment and of operation of office equipment and systems. This may be through formal training or work experience. Specific Skills / Knowledge Must be able to demonstrate good key board skills. Must be able to demonstrate good typing skills/including audio typing Requires good command of verbal and written English. Requires knowledge of organisation and department gained through prior experience within the organisation, induction or short period of orientation. There will be an ongoing requirement to have a personal development plan agreed with the manager which will include participation in training and development to develop and update skills as service develops and evolves. New employees will undertake a corporate induction/training programme covering all aspects of the role. This is expected to be completed within a 3 month period. Personal Attributes Team player Motivated and enthusiastic Attention to detail Time management skills

11 Job title Summary of terms and conditions The terms and conditions of service are those approved and amended from time to time by the National Agenda for Change Terms and Conditions Agreement. Job reference number Clerical Officer/Receptionist G Closing date 11 May 2018 Vacancy enquiries to Agenda for Change band: Band 2 Salary Hours Base Contract type Annual leave Superannuation For information specific to the role, contact: Sharon McGregor, Please refer to Agenda for Change Payscale on the following page. All values are per annum (pro rata where applicable). Please note candidates new to the NHS should expect to start at the entry point of the payscale shown hours per week Greater Glasgow & Clyde Fixed Term The basic annual leave entitlement in a full year commencing 1st April to 31st March is 27 Days on appointment, rising to 29 days after five years and 33 days after 10 years. Leave entitlement is pro rata where applicable. All employees are automatically enrolled it the Scottish Public Pensions Agency. Healthcare Support Workers All NHS Scotland postholders that are not governed by a regulatory or professional body are considered to be healthcare support workers. On appointment, you will be expected to comply with the NHS Scotland Mandatory Induction Standards and Code of Conduct for Healthcare Support Workers. Smokefree policy Equal opportunities Healthcare Support Workers are expected at all times to practice competencies that demonstrate insight, understanding and mutual respect of patients, their families, carers and work colleagues. Whether in a clinical or non-clinical role the post holder is expected at all times to be an exemplar of person centred care, embracing their Code of Conduct to a high standard as part of an integrated health professional team. NHS Greater Glasgow and Clyde operates a smokefree policy on all premises and grounds. NHS Greater Glasgow and Clyde is as an equal opportunities employer.

12 Agenda for Change pay bands and points Point Band 1 Band 2 Band 3 Band 4 Band 5 Band 6 Band 7 Band 8 Band ,532 16, , , ,760 17, ,295 18, ,903 18, , , ,302 20, ,727 20, , , , ,440 22, ,910 22, , , , ,830 26, ,911 27, ,034 29, , , ,013 32, ,058 33, ,234 34, ,933 35, , , , ,833 40, ,205 42, , , ,562 47, ,000 49, , , ,232 57, ,799 58, , , ,599 68, ,559 70, , , ,011 81, ,932 84, , , , ,450 Range A Range B Range C Range D

13 The Application Process Please ensure you read the Job Description and Person Specification along with the guidance notes on completing your application form. The hiring manager will shortlist an application for interview based on its content, therefore it is in your best interests to ensure you submit a fully and appropriately completed application. You will receive confirmation that your application submission has been received when you submit your online application form. When we begin to process your application, you will receive an from NHS Greater Glasgow and Clyde confirming receipt. If you have not received a confirmation within 3 days working days from the closing date, please nhsggcrecruitment@nhs.net. Unfortunately, due to the volume of applications NHS Greater Glasgow and Clyde receive, we are unable to write to applicants who are not successfully shortlisted for interview. Accordingly, if you have not received an invitation for interview within six weeks of the closing date please assume on this occasion you have been unsuccessful. We hope this will not deter you from applying again. We will use several methods of communication to advise you of each stage of the recruitment process this includes: , letter, SMS text, or telephone. It is essential that you regularly check your and your phone to see if we have been in contact with you to update you on the progress of your application. Please ensure your account does not treat NHS Greater Glasgow and Clyde as spam or junk by adjusting the necessary settings. Please ensure you retain a copy of the job description and person specification for the post you are applying for you will need this to help you prepare if you are selected for interview. Please retain details of the job reference number you will need this if contacting NHS Greater Glasgow and Clyde Recruitment Services. Should you require further information or assistance in relation to your application please visit or your enquiry to nhsggcrecruitment@nhs.net. Please ensure you have the job reference number to hand. For details on what happens once you have submitted your application, please visit the NHS Greater Glasgow and Clyde recruitment guidance for applicants.

14 Guidance for completing your application form Completion of the application form is the first stage in the recruitment process, and if you are successful, will form the basis of your employment record. Complete and accurate information is essential. Please note: If you knowingly withhold or provide false or misleading information, this may result in your application being rejected, or if appointed, may result in dismissal from your post. Your application form plays a vital role in the recruitment and selection process. The information you provide us with in your application form will be used to decide whether you are shortlisted to attend an interview. Only those applicants who can clearly demonstrate in their application form how they meet the minimum essential requirements for the post as specified in the job description and person specification will be considered for interview selection. Applicants should read the candidate information pack and job description for the post prior to completing the online application form. When completing the online application form applicants should read the instructions in each section and note the following: the application form has an automatic time out mechanisms, therefore you should click on the "save" button as you go through the application form or copy and paste from another document, to avoid losing content. please do not use any special characters (i.e., #, &, %) when completing your application. You are permitted to use symbol. It is recommended that you complete all relevant sections of the application form. It does not matter how long ago your last employment was, if you have an employment history please list it. If you have not previously been employed, please use the Present or Most Recent Post section to detail what you have been doing (i.e. full time student / parent / carer). Please note that you can list unpaid work including work placements and volunteer work in your employment history. NHS Greater Glasgow and Clyde do not accept Curriculum Vitaes (CV), unless a CV has been specifically requested as part of the recruitment process. By completing and submitting an application for this post you give your consent for NHS Greater Glasgow and Clyde to commence pre-employment checks, including reference checks, once your formal conditional offer of employment is made to you. Click Here for more information. For details on NHS Greater Glasgow and Clyde s pre-employment check procedures, please visit the NHS Greater Glasgow and Clyde recruitment guidance for applicants.

15 Part A (Personal information), Part B (Declarations), Part C (Application Details) The job description provides information about the main duties and responsibilities of the post being advertised. It also describes the purpose of the post. Please ensure that your application form clearly demonstrates how your skills / knowledge / experience can be utilised in the role. The job description and person specification also specify the requirements or criteria (knowledge, skills, experience, abilities and qualifications) that are essential or desirable to perform the duties outlined. Please ensure in your application that you demonstrate how you meet the minimum essential criteria and where applicable, the desirable criteria for the role. Certain posts in NHS Scotland are exempt from the 1974 Rehabilitation of Offenders Act (Exclusions & Exceptions) (Scotland) Order Click Here for more information. If the advertisement for this position has declared that we require a Disclosure Scotland PVG Scheme Membership / Disclosure Scotland Check, you must declare any previous convictions, classed as either spent or unspent, including criminal convictions received outside the United Kingdom. The Asylum and Immigration Act 1996 states that it is a criminal offence to employ a person who is not entitled to work in the United Kingdom (UK). Consequently, before NHS Greater Glasgow and Clyde offers employment, the prospective employee must provide evidence, that he/she is entitled to work in the UK. All applicants regardless of nationality will be asked to provide evidence of eligibility to live and work in the UK. As a Disability Confident Employer, NHS Greater Glasgow and Clyde operates a Guarantee Interview Scheme for disabled applicants. Candidates who have declared a disability and who meet the minimum essential criteria outlined within the job description / person specification will be guaranteed an interview. You must provide full and complete employment references including a work address (personal address for employment references may not be acceptable) covering a minimum period of the last three years. Employment referees should be listed in chronological order that is the most recent first. If you have had more than two employers in the last three years we will require additional references. Character referees should only be used in the event that you cannot provide two employer references covering the last three years. Any gaps in employment history must be detailed within your supporting statement and will be explored carefully with you at the interview stage. If you have an employment history of less than three years, you should provide full details of an academic referee or other person who is not a friend, is not related to you or involved in any financial arrangement with you to provide a personal reference.

16 If you have had no previous employment or have been self-employed you should provide details of two personal referees as outlined above and where applicable evidence to confirm your status (i.e. letter from Jobcentre Plus, academic record or evidence from HM Revenue & Customs) if you are shortlisted for interview. Your application form provides you with an opportunity to provide a supporting statement. This section is one of the most important in the application form as the information that is provided here will be evaluated and used to decide if you are invited to attend interview. This section gives you the opportunity to describe and demonstrate the particular qualifications, skills, abilities, knowledge, relevant experience and other qualities that make you a good candidate for the post. Part D (Equal Opportunities) This part of the form is optional and the information you provide in this section exercises no part of the selection process. It is treated in confidence and only the Recruitment Service or Human Resources staff can access this information for the purpose of recording and compliance monitoring, to ensure our workforce is balanced and represents the best candidates from all parts of society regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity status, race, religion or belief, sex, sexual orientation and/or socio-economic status. Data Protection Act 1998 The information you provide on your application will be treated in confidence. Only those NHS Greater Glasgow and Clyde staff involved in the selection process and processing your application will see your application form. If you are the successful applicant your application form will be retained and used to create your employee record file. Your application form will be held for 12 months, from the date of your application, within the NHS Greater Glasgow and Clyde recruitment system, after which period it will be deleted from the system.

17 Working for NHS Greater Glasgow and Clyde About us NHS Greater Glasgow and Clyde is the largest health board and provider of healthcare in Scotland and one of the largest health care providers in the UK. NHS Greater Glasgow and Clyde s purpose is to: Deliver effective and high quality health services, to act to improve the health of our population and to do everything we can to address the wider social determinants of health which cause health inequalities. The Board works in close partnership with other NHS organisations, local authorities and other agencies including the third sector to ensure that social work, education, housing, employment and environmental services unite effectively and efficiently with the NHS in tackling inequalities and underlying health problems in local communities. The future shape of health and social care provision is changing following the move to establish new statutory Partnerships between NHS and Local Authorities, responsible for the planning and delivery of Health and Social care for local populations. This requires the development of very different relationships between primary care, mental health services, community and acute services. NHS GGC serves a population of 1.2 million (over 1/5 of the population of Scotland) with services provided by 39,000 staff. The geographical area covered includes: Glasgow City, West Dunbartonshire, Inverclyde, Renfrewshire, East Renfrewshire, East Dunbartonshire and North Glasgow (Stepps-Moodiesburn corridor). Our services NHS Greater Glasgow and Clyde provides a full range of Secondary and Tertiary Clinical services, Primary Care, Mental Health and Community services included in which are a number of world-class specialist services. Find out more about NHS Greater Glasgow and Clyde at If you want to know more about the NHS Scotland, visit If you are successful in your application to join us, you will be working within one of our Acute, Primary and Community Care Services. These services are in turn supported by a range of Corporate Service functions including Administration, ehealth, Finance, Human Resources, Public Health, Corporate Planning, Facilities and Estates.

18 Click Here to find out more about our Community Services Click Here to find out more about our Mental Health Services Click here to find out more about the services in your area Employee benefits We offer all our staff excellent benefits including; NHS Superannuation pension scheme, Child Care Vouchers, Bursaries to support education and training, Interest free loans to purchase Zonecards for trains, buses, underground and some ferries Cycle to work interest-free loans to purchase bicycles and equipment For more information on the benefits available to NHS Greater Glasgow and Clyde staff, visit Further information For further information on any aspect of the recruitment process or for further details on working within NHS Greater Glasgow and Clyde contact: NHS Greater Glasgow and Clyde Recruitment Services West Glasgow Ambulatory Care Hospital Dalnair Street Glasgow G3 8SJ Tel: +44 (0)